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  • Headers/Titles should be in ALL CAPS Presentation title format can vary Page numbers appear in the bottom right corner, beginning on page 2 To zoom in/out, use the + and – buttons in the upper right corner To make your window fill screen, hit the window box in the upper right corner of the title bar To toggle between slide view, notes view, sorter view, and outline view — use the buttons in the bottom of your screen To go to a particular page, just select the number at the bottom of your screen and type the appropriate page number, then hit the return key
  • Headers/Titles should be in ALL CAPS Just point, click, and start typing! To adjust spacing between paragraphs, use Line Spacing... [located under Text menu] Simply tab to demote and shift tab to promote line(s) of the outline To create a new page, use keystroke command-L [or use the button in the bottom-left corner]
  • Effective disaster recovery and back-up plans are not in place to support customer requirements in the event of a natural, infrastructure, or operational disaster. The reasons for this lack of functionality are: Limited ACD utilization within call centers Lack of telecommunications network functionality to link call centers Inconsistent work processes and inability to share customer information across call centers As a result, volume overloads in some centers cannot be migrated to other environments, causing lost revenue and unacceptable customer service. For example: The lack of a disaster recovery plan cost the PC Company approximately $600,000 in February, 1994, due to forced closure In 1993, the Great Lakes Area suffered two critical outages due to MCI network failures Operations and Fulfillment Journal, May/June 1994
  • Multiple non-integrated databases limit IBM’s ability to meet customer needs Computer-telephone integration, a capability that enables voice/data transfer, is not leveraged Customers must repeat fundamental information at each call transfer Call length is extended and agent productivity declines Unreliable systems and complicated access have prompted agents to develop ad hoc data capture procedures Many PC Direct agents take manual notes during customers calls due to difficulty navigating through multiple screens Over 80% of the representatives in the Great Lakes Area utilize stand-alone contact management software to collect customer information in order to bypass IBM systems Management is unable to leverage real-time customer information to tailor service and product offerings to meet customer needs The PC Company cannot evaluate program effectiveness
  • The tele-infrastructure’s strong functional orientation creates further barriers against delivering quality customer support For example, post-sale service operations resolve a customer’s technical issue as rapidly as possible in order to maximize the total number of calls handled. Very often, the solution will require the sale of a product or service, or the agent will uncover a customer need for which an IBM solution is readily available. In today’s environment, the agent will: Inform the customer “I am not responsible for selling;” or Provide the customer with the telephone number of a resource where the product can be purchased; or Warm transfer the customer to PC Direct or IBM Direct Similar barriers exist between centers that are exclusively inbound or outbound calling oriented, focused on hardware or software, or national vs. regional in scope
  • Headers/Titles should be in ALL CAPS Just point, click, and start typing! To adjust spacing between paragraphs, use Line Spacing... [located under Text menu] Simply tab to demote and shift tab to promote line(s) of the outline To create a new page, use keystroke command-L [or use the button in the bottom-left corner]

Rome Infrastructure Color Rome Infrastructure Color Presentation Transcript

  • IBM TELE-INFRASTRUCTURETELECOMMUNICATIONS FUNCTIONALITY REQUIREMENTS Rolm Briefing September 30, 1994
  • IBM TELE-INFRASTRUCTURE INTRODUCTION PURPOSE AND OBJECTIVE • Review current IBM/Bronner Slosberg Humphrey (BSH) tele-infrastructure assignment • Describe telecommunications requirements to support proposed tele-utility model for IBM • Achieve participation by Rolm as a preferred Solution Component provider – Review telecommunications requirements – Respond to an RFC/RFI/RFP process – Participate in the preparation of functional and feasibility specifications Play a key role in the preparation and execution of high-level telecommunications architectural design and implementation BSH/IBM Proprietary—Use Pursuant to Instructions 2 Bronner Slosberg Humphrey
  • IBM TELE-INFRASTRUCTURE INTRODUCTION BRIEFING AGENDA • IBM/BSH Assignment • Current IBM Tele-Infrastructure • Proposed IBM Tele-Infrastructure • Telecommunications Requirements • Proposed Next Steps BSH/IBM Proprietary—Use Pursuant to Instructions 3 Bronner Slosberg Humphrey
  • IBM TELE-INFRASTRUCTURE INTRODUCTION IBM/BSH ATTENDEESBSH • Vince Ficcaglia, Vice President, Director Business Process Management, Project Director • Len Dorrian, Director, Telecommunications • Richard Lynes, Vice President, Chief Technology Officer • Wendy Roberts, Director, Electronic Strategy and ServicesIBM • Jim McDuffie, Program Manager, Networking Systems BSH/IBM Proprietary—Use Pursuant to Instructions 4 Bronner Slosberg Humphrey
  • IBM TELE-INFRASTRUCTURE INTRODUCTION BSH PROFILEDirect Marketing agency and Consultancy in Boston; over 400 employees10 Fortune 500 Clients Assist clients to maximize the value of their customer base and the return on their customer base investments Bronner Slosberg Humphrey Core Competencies 1. Process Design and Management 2. Investment Strategy Development 3. Direct Marketing Program Design 4. Efficient Execution 5. Continuous Improvement focus BSH/IBM Proprietary—Use Pursuant to Instructions 5 Bronner Slosberg Humphrey
  • IBM TELE-INFRASTRUCTURE INTRODUCTION BSH PROFILE • Steady, organic growth from a base of select client relationships • Only Ten Clients – American Express – House of Seagram – The Quaker Oats Co. Client Relationship Focus – AT&T – IBM – Walt Disney Company – Federal Express – L.L.Bean – Fidelity – Mobil • Scale relationships focused on improving the value of customer base • Fee for Service CompensationInvestment Objectivity • Independent • Focus on building and integrating the core marketing investment management capabilitiesMarketing Investment Mgmt Capability – Investment Strategy – Information Technology – Teleservices – Research & Analysis – Process Design – Creative – Database Design/Mgmt. – Infrastructure Optimization – Media • Emphasis on developing proprietary investment management disciplines Investment Mgmt Processes and Tools (e.g., Behavior Optimization Process, Yield Loss Analysis) Results Orientation • Focus on measurable return on investments • Emphasis on integration of agency/client executional processes to minimize Operational Efficiency combined costs BSH/IBM Proprietary—Use Pursuant to Instructions 6 Bronner Slosberg Humphrey
  • IBM TELE-INFRASTRUCTURE INTRODUCTION BSH PROFILEStrong teleservice competency; over 60 professionals Teleservices Infrastructure • Global tele-infrastructure assessment • Call center design and implementation • Global BSH/IBM Proprietary—Use Pursuant to Instructions 7 Bronner Slosberg Humphrey
  • IBM/BSH Assignment
  • IBM TELE-INFRASTRUCTURE IBM/BSH ASSIGNMENT CORPORATE MANDATEIn the 4th quarter of 1993, IBM’s Chairman issued a corporate mandate to create a world-widecustomer responsive teleservices capability that is strategically integrated across all divisions inorder to: • Mitigate current high levels of customer dissatisfaction • Optimize service delivery to IBM customers • Leverage the teleservices capability to maximize return on investment • Increase IBM share of potential customer value • Deploy the teleservices channel as a strategic competitive advantage BSH/IBM Proprietary—Use Pursuant to Instructions 9 Bronner Slosberg Humphrey
  • IBM TELE-INFRASTRUCTURE IBM/BSH ASSIGNMENT JOINT IBM/BSH MANDATE RESPONSE Working under the executive sponsorship of Abby Kohnstamm, VP Corporate Marketing, a joint IBM/BSH effort was launched to aggressively BSH/IBM Proprietary—Use Pursuant to Instructions 10 Bronner Slosberg Humphrey
  • IBM TELE-INFRASTRUCTURE IBM/BSH ASSIGNMENT MANDATE SCOPE Comprehensive View of the IBM Tele- Infrastructure • All Business Units • Inbound/Outbound • Marketing, Sales, Service, and Support Functions • 800/900/Main-Line Numbers BSH/IBM Proprietary—Use Pursuant to Instructions 11 Bronner Slosberg Humphrey
  • IBM TELE-INFRASTRUCTURE IBM/BSH ASSIGNMENT WORLDWIDE MANAGEMENT COUNCIL REVIEWIn July 1994, a review of the tele-infrastructure assessment was provided to the WorldwideManagement Council at IBM • Infrastructure Overview Current State • Competitive Benchmarking • Gaps and Opportunities • Key Attributes Ideal Model • Infrastructure Architecture Workplan • Critical Success BSH/IBM Proprietary—Use Pursuant to Instructions 12 Bronner Slosberg Humphrey
  • IBM TELE-INFRASTRUCTURE CURRENT STATE SIZE AND COSTThe size and cost of the current tele-infrastructure is significant Infrastructure Dimensions • At least 153 functional tele-utilities • Over 1,953 distinct 800 numbers • 750 million call minutes annually • Estimated $2.8 - $3.0 billion annual investment BSH/IBM Proprietary—Use Pursuant to Instructions 13 Bronner Slosberg Humphrey
  • IBM TELE-INFRASTRUCTURE CURRENT STATE MULTIPLE LOCATIONS/FUNCTIONAL ORIENTATIONIBM tele-operations have a strong functional orientation and are heavily concentrated in theEastern United States Availability Centers 25 Benefits Centers 18 Canadian Sites 3 CritSit 9 CSO 17 ICC 7 IBM Direct 1 IISC 1 IMI Centers 10 NTSS Access 4 Manufacturing 29 PC Company 5 RICCs 21 Techline 3 BSH/IBM Proprietary—Use Pursuant to Instructions 14 Bronner Slosberg Humphrey
  • IBM TELE-INFRASTRUCTURE CURRENT STATE ASSESSMENT SCOPEThe site assessment process encompassed all aspects of a call center business environment Telephony Integrated Systems Customer Database Teleservices New Communication Technologies Channels Business Customer Operations Access Capacity Planning/ Call Quality Workforce Optimization Scripting/Me ssaging Training BSH/IBM Proprietary—Use Pursuant to Instructions 15 Bronner Slosberg Humphrey
  • IBM TELE-INFRASTRUCTURE CURRENT STATE KEY FINDINGS • It is difficult for customers to do business with IBM through the current tele-infrastructure • IBM is operating with an inefficient infrastructure The lack of basic call center telecommunications functionality has created a barrier between customers and IBM resources, resulting in extended queue times, increased abandonment BSH/IBM Proprietary—Use Pursuant to Instructions 16 Bronner Slosberg Humphrey
  • IBM TELE-INFRASTRUCTURE CURRENT STATE KEY FINDINGS • Effective disaster recovery and back-up plans are not in place to support customer requirements in the event of a natural, infrastructure, or operational disaster Power Failure 35.2% Power Surge or Spike 10.1% Storm Damage 9.4% Fire or Explosion 8.2% Hardware Error 6.7% Flood and Water Damage 6.7% Earthquake 5.5% Network Outage 3.2% Human Error 3.2% HVAC Failure 2.3% Software Error 1.5% Employee Sabotage 1.3% Other* 6.7% BSH/IBM Proprietary—Use Pursuant to Instructions 17 Bronner Slosberg Humphrey
  • IBM TELE-INFRASTRUCTURE CURRENT STATE KEY FINDINGS • Database and systems environments are formidable barriers Systems/Databases AWD Gems Retain Decision AAS COS TFMS Support System Tele- Dealer PC Outlet ProdigyCustomer Locator Infrastructure OS/2 CRIS Announce Market ADL DMS JD Edwards Investment Allocation IMI ECHO CBR Ex. BSH/IBM Proprietary—Use Pursuant to Instructions 18 Bronner Slosberg Humphrey
  • IBM TELE-INFRASTRUCTURE CURRENT STATE KEY FINDINGS • A strong functional orientation has created barriers against delivering quality customer support Sales Service Inbound Outbound Hardware Software Lead Generation Sales and Qualification Closure Regional National BSH/IBM Proprietary—Use Pursuant to Instructions 19 Bronner Slosberg Humphrey
  • Proposed Model
  • IBM TELE-INFRASTRUCTURE PROPOSED MODEL • Infrastructure Overview • Competitive Current State Benchmarking • Gaps and Opportunities • Key Attributes Proposed Model • Infrastructure Architecture Workplan • Critical Success BSH/IBM Proprietary—Use Pursuant to Instructions 21 Bronner Slosberg Humphrey
  • IBM TELE-INFRASTRUCTURE PROPOSED MODEL KEY ATTRIBUTESKey Tele-Infrastructure Attributes • Facilitate customer access to IBM • Deliver qualified resources to meet customer needs, regardless of location • Enable information access via transfer across geographic and cross-functional environments • Capture, retain and leverage customer information • Provide cross-functional capabilities • Support consistent and high quality customer service • Provide international coverage • Facilitate “high touch” quotient BSH/IBM Proprietary—Use Pursuant to Instructions 22 Bronner Slosberg Humphrey
  • IBM TELE-INFRASTRUCTURE PROPOSED MODEL OPERATIONAL FEATURESOperational Features • Expedient and effective customer access to the appropriate IBM resources regardless of location • Multiple means of customer interaction with IBM (e.g., telephone, on-line services, interactive television, and other interactive tele-based channels) • Virtual call centers linked by high performance computing and automation processes and high- speed networking capability • Complete voice/data/image/video transfer across geographic and cross-functional environments independent of caller and servicing resource location • Uniform system of processes interconnected and interoperating across IBM, with attendant lower costs for back-up • Processes performed at a discrete center have mirror processes at one or more other centers • Standardized support levels to ensure consistent and high-quality customer service • Use of new and emerging technologies to meet customer needs, leveraging the associated lower cost BSH/IBM Proprietary—Use Pursuant to Instructions 23 Bronner Slosberg Humphrey
  • IBM TELE-INFRASTRUCTURE PROPOSED MODEL CUSTOMER INTERACTIONThe tele-infrastructure must be flexible enough to support multiple means of customer interactionwith IBM Customer Telephone Interactive TV On-Line Interactive Electronic Environment BSH/IBM Proprietary—Use Pursuant to Instructions 24 Bronner Slosberg Humphrey
  • IBM TELE-INFRASTRUCTURE PROPOSED MODEL SOLID FOUNDATIONThe proposed infrastructure model requires a solid foundation of telecommunications andinformation systems functionality Phone Fax On-Line ITV Communications Networks Virtual Call Data Centers Repository • The communications network must support network-level call load management and intelligent- based routing, as well as distribute information and applications across call centers • The communications network will rely upon a robust, fully-integrated customer database and set of user applications to identify and support customers and execute real-time voice and data transfers among call centers BSH/IBM Proprietary—Use Pursuant to Instructions 25 Bronner Slosberg Humphrey
  • IBM TELE-INFRASTRUCTURE PROPOSED MODEL VIRTUAL CALL CENTERSThe proposed infrastructure model will support a virtual calling environment Center D Center C Center B Center A BSH/IBM Proprietary—Use Pursuant to Instructions 26 Bronner Slosberg Humphrey
  • IBM TELE-INFRASTRUCTURE PROPOSED MODEL CALL CENTER CAPABILITIESCall centers within the model will provide a full range of capabilities to support customerrequirements Team 3 Intelligent Call Team 2 Routing Team 1 (ACD) Dialer Training Facility Data Repository • Fully integrated ACD and predictive dialers provide efficient inbound and outbound capabilities • Full computer-telephony integration enables real-time voice/data/video/image transfer of customer calls and information • On-site training facilities provide continuous improvement of agent skill sets and customer support BSH/IBM Proprietary—Use Pursuant to Instructions 27 Bronner Slosberg Humphrey
  • IBM TELE-INFRASTRUCTURE PROPOSED MODEL CALL CENTER SUPPORT OPTIONSCall center support options will enable agents to access a broad range of tools and otherresources to enhance overall productivity Agents Intelligent Work Station • Cross-functionally trained • Customer profile/needs assessment tool • Defined career path • Vulnerability model • Empowered • Advanced imaging • Mobile • Competitive analysis • Direct measures of quality • Contact history integration • Customer focused Teams Management • Differential investment • Increased span of control • Inbound/outbound capability • Focus on coaching/skills development • Cross-functional paradigm • Voice/data monitoring responsibilities • Customer satisfaction criteria BSH/IBM Proprietary—Use Pursuant to Instructions 28 Bronner Slosberg Humphrey
  • IBM TELE-INFRASTRUCTURE PROPOSED MODEL OPERATIONAL FUNCTIONALITYThe model directly links customers with appropriate functional resources1 800 IBM-ZZZZ 1 800 IBM-XXXX Benefits Customer Support Centers Center Transaction Account IBM Credit Processing Direct Marketing Management Corporation Organization 1 800 IBM-YYYY 1 800 IBM-YYYY Help Centers CE Dispatch RISC Enterprise PC AS/400 PSP Software Etc. 6000 System BSH/IBM Proprietary—Use Pursuant to Instructions 29 Bronner Slosberg Humphrey
  • IBM TELE-INFRASTRUCTURE PROPOSED MODEL CRITICAL FACTORSSuccessful implementation of the revised tele-infrastructure model is based on several criticalfactors Infrastructure • Fully linked call centers • Integrated telephony and information systems • World-wide coverage with disaster recovery/interoperability • Shared customer information Operationalize • Standardized processes • Clear mission and metrics • Coordinated outsourced telemarketing vendor contracts • Requisite MIS • Fully leveraged technology BSH/IBM Proprietary—Use Pursuant to Instructions 30 Bronner Slosberg Humphrey
  • Current Workplan
  • IBM TELE-INFRASTRUCTURE CURRENT WORKPLAN An aggressive workplan has been developed to implement the ideal tele-infrastructure across North America and begin global roll-out 19 9 4 19 9 5 19 9 6 19 9 7 1Q 2Q 1Q 2Q 3Q 4Q 1Q 2Q 3Q 4Q 1Q 2QDefine Architecture Build TelecommunicationsRequirements and Information Systems FoundationComplete Execute Call Center CompleteInfrastructure Consolidation End-State IntegrationAnalysis Develop Migration PlanRefine Initiate End-StateInfrastructure Model Site DevelopmentContinue Blocking andTackling (Call Center Optimization) Begin Worldwide Site Assessment Program BSH/IBM Proprietary—Use Pursuant to Instructions 32 Bronner Slosberg Humphrey
  • Telecommunications Requirements
  • IBM TELE-INFRASTRUCTURE TELECOMMUNICATIONS REQUIREMENTS REQUIREMENTS OVERVIEW • High level excerpts from the more detailed Statement of Telecommunications Functionality /Capabilities Requirements document • First pass living documents BSH/IBM Proprietary—Use Pursuant to Instructions 34 Bronner Slosberg Humphrey
  • IBM TELE-INFRASTRUCTURE TELECOMMUNICATIONS REQUIREMENTS REQUIREMENTS SCOPE • Includes all core telecommunications capabilities necessary to support a fully integrated tele- infrastructure • Excludes requirements for customer database/information systems and systems-based user applications Telecommunications T e le s e r v ic e s Database Applications BSH/IBM Proprietary—Use Pursuant to Instructions 35 Bronner Slosberg Humphrey
  • IBM TELE-INFRASTRUCTURE TELECOMMUNICATIONS REQUIREMENTS INFRASTRUCTURE ENVIRONMENT OUTLOOK Develop Infrastructure I pledge a billion to the flag, of the right wing government of El Salvador. And to the death squads for which it stands, one Smart Cards nation underfed, indefensible, with M-16’s and howitzers for all... I pledge a billion to the flag, of the right wing government of El Salvador. And to the death squads for which it stands, one nation underfed, indefensible, with M-16’s and howitzers for all... to SupportFederal, State, Local Gov’t On-line Marketing • Distributed data sources PDA • Customized and automated treatments Customers Inventory Will Interactive TV • Virtual environments Choose • Adapts to new 10 Million technologies andBusinesses communications Kiosks/ATM • Multiple Customer communications Profiles environments Screen Phone IVR Transactions Agent Consumers 93 Million Households Telephone BSH/IBM Proprietary—Use Pursuant to Instructions 36 Bronner Slosberg Humphrey
  • IBM TELE-INFRASTRUCTURE TELECOMMUNICATIONS REQUIREMENTS SIX KEY CONCEPTSThe tele-infrastructure requirements support six key concepts Four Integrated BSH/IBM Proprietary—Use Pursuant to Instructions 37 Bronner Slosberg Humphrey
  • IBM TELE-INFRASTRUCTURE TELECOMMUNICATIONS REQUIREMENTS CONCEPT 1 - FOUR INTEGRATED LEVELSThe telecommunications requirements will be serviced at Four Integrated LevelsEach level will respond to requirements driven by other levels Long distance transmission and service vendors WAN IBM facilities and equipment Site LAN Data and telecommunications networks at local facilities Desktop Capabilities and services at the agent’s direct disposal BSH/IBM Proprietary—Use Pursuant to Instructions 38 Bronner Slosberg Humphrey
  • IBM TELE-INFRASTRUCTURE TELECOMMUNICATIONS REQUIREMENTS CONCEPT 2 - NETWORK CENTRIC VIEWThe Network Centric and Location Centric views are complimentary in natureNetwork Centric provides a broad based approach to resource managementProcesses, key capabilities and control are managed at the WAN level, extending down to thevarious sites, LANs and finally the desktops Network Centric View Location Centric View Caller Caller Network Call Center Call Center Call Center Call Center Call Center Call Center BSH/IBM Proprietary—Use Pursuant to Instructions 39 Bronner Slosberg Humphrey
  • IBM TELE-INFRASTRUCTURE TELECOMMUNICATIONS REQUIREMENTS CONCEPT 3 - CALLER NEEDS BASED RESOURCE MATCHAt the network level, customer calls are routed to appropriate resources based on a three- dimensionalassessment approachSegmentation and processing are “matched” with resource profiles to execute an optimized system approachThe network level takes an aggregate view of resources and needs to make an knowledge based decision Network Level Incoming Call/Interaction Availability Who ANI, IVR, etc. Level Business Knowledge Segmentation & What IVR Type Product Type Resource Profile Processing Why Data Base Grade Expertise 1 1 2 2 3 3 Optimized System Matching Site, LAN, Desktop BSH/IBM Proprietary—Use Pursuant to Instructions 40 Bronner Slosberg Humphrey
  • IBM TELE-INFRASTRUCTURE TELECOMMUNICATIONS REQUIREMENTS CONCEPT 4 - DISTRIBUTED OPERATIONAL PROCESSESVarious processes are replicated at multiple sites operating as single logical processesProcess standards and resources are consistent and integrated Operational Processes (OP) OP1 OP2 OP3 OP4 . . . . . OPn Site 1 X X X Site 2 X X X Site 3 X X X X Site 4 . . X X X X . . Site X X X X BSH/IBM Proprietary—Use Pursuant to Instructions 41 Bronner Slosberg Humphrey
  • IBM TELE-INFRASTRUCTURE TELECOMMUNICATIONS REQUIREMENTS CONCEPT 5 - MULTI-MEDIA CONTENT/MULTI-MEDIUM ENVIRONMENTToday, communications with customers are predominantly single media (voice) and singlemedium (telephone)The tele-utility will increasingly become one of multi-media (integrated voice, video, data andimage) communicated in a multi-medium environment (integrated vehicles of telephone, on-line,interactive TV, screen phones, smart cards, etc.) On Line Telephone IBM • Voice • Voice Customer • Video • Video • Data • Data Interactive TV • Image • Image Screen Phone Smart Cards BSH/IBM Proprietary—Use Pursuant to Instructions 42 Bronner Slosberg Humphrey
  • IBM TELE-INFRASTRUCTURE TELECOMMUNICATIONS REQUIREMENTS CONCEPT 6 - VIRTUAL SALES/SERVICE TEAMLeverages the most appropriate resources in crucial steps of every call – instantly and with littleeffortResources step in quickly, automatically and without barriers of location or function to provideadded value Location 1 Management Manufacturing Sales Technical Support Customer Marketing Service Conference in appropriate Location 2 additional Management Manufacturing resources Sales Technical Support Customer Marketing Service Customer Location 3 Manufacturing Management Sales Technical Support Customer Marketing Service Agent BSH/IBM Proprietary—Use Pursuant to Instructions 43 Bronner Slosberg Humphrey
  • IBM TELE-INFRASTRUCTURE TELECOMMUNICATIONS REQUIREMENTS FIVE REQUIREMENTS CATEGORIESThe requisite telecommunications capability and functionality have been grouped into fivecategories, with dependent and enabling relationships both within and across categories Customer Segmentation Systems Customer Integration Treatment Management Networking Process/ Control BSH/IBM Proprietary—Use Pursuant to Instructions 44 Bronner Slosberg Humphrey
  • IBM TELE-INFRASTRUCTURE TELECOMMUNICATIONS REQUIREMENTS CUSTOMER SEGMENTATION CATEGORYCustomer SegmentationDetermines: • Who a customer is and why a customer is initiating a call • Based on who a customer is, how a call should be processed Customer Segmentation • When, how, and why the system initiates contact with a customer Systems Customer Integration Treatment Management Networking Process/ Control BSH/IBM Proprietary—Use Pursuant to Instructions 45 Bronner Slosberg Humphrey
  • IBM TELE-INFRASTRUCTURE TELECOMMUNICATIONS REQUIREMENTS CUSTOMER SEGMENTATION REQUIREMENTSCustomer Segmentation Call Abandonment Treatment Call Receipt Dynamic Call Call Back Recognition & Segmentation Treatment Processing Proactive Customer Contact BSH/IBM Proprietary—Use Pursuant to Instructions 46 Bronner Slosberg Humphrey
  • IBM TELE-INFRASTRUCTURE TELECOMMUNICATIONS REQUIREMENTS CUSTOMER TREATMENT CATEGORYCustomer Treatment • Enables customer service on a call-by-call basis • Integrates the unique identity of a customer, purpose of contact, current assessment, and real-time assignment of appropriate system-wide resources • Presents a single image to the caller Customer Segmentation Systems Customer Integration Treatment Management Networking Process/ Control BSH/IBM Proprietary—Use Pursuant to Instructions 47 Bronner Slosberg Humphrey
  • IBM TELE-INFRASTRUCTURE TELECOMMUNICATIONS REQUIREMENTS CUSTOMER TREATMENT REQUIREMENTSCustomer Treatment Logical Skill Sets Remote Access Customer Facilities Real-Time Next “Best” Network Network Signal Resource Available Managed Point Control ESSD Assessment Resource Routing Direction Variable Medium Communications Multilingual Enroute Call Channels Services Treatment Call Queueing Treatment Borderless boxes indicate requirements in other groupings BSH/IBM Proprietary—Use Pursuant to Instructions 48 Bronner Slosberg Humphrey
  • IBM TELE-INFRASTRUCTURE TELECOMMUNICATIONS REQUIREMENTS MANAGEMENT PROCESS AND CONTROL CATEGORYManagement Process and ControlThe ability to monitor, measure, assess, and allocate system-wideresources in response to changing conditions and events. Thisincludes the following: Customer Segmentation Systems Customer Integration Treatment Management Networking Process/ Control BSH/IBM Proprietary—Use Pursuant to Instructions 49 Bronner Slosberg Humphrey
  • IBM TELE-INFRASTRUCTURE TELECOMMUNICATIONS REQUIREMENTS MANAGEMENT PROCESS AND CONTROL REQUIREMENTSManagement Process and Control Real-Time System Function Connectivity Resource Management and Reallocation/ Assessment Control Reconstitution Monitoring by Network Signal Automatic Call Logical Skill Sets Call Trace Operational Point Control Wrap-Up Process Direction Borderless boxes indicate requirements in other groupings BSH/IBM Proprietary—Use Pursuant to Instructions 50 Bronner Slosberg Humphrey
  • IBM TELE-INFRASTRUCTURE TELECOMMUNICATIONS REQUIREMENTS NETWORKING CATEGORYNetworking • Hybrid “Virtual Private Network” • Incorporates technology to support distributed, workflow, and collaborative work group computing environments • Client/Server, On-Line Transaction Processing (OLTP), and Customer replication strategies must be supported by Network Centric Segmentation requirements Systems Customer Integration Treatment Management Networking Process/ Control BSH/IBM Proprietary—Use Pursuant to Instructions 51 Bronner Slosberg Humphrey
  • IBM TELE-INFRASTRUCTURE TELECOMMUNICATIONS REQUIREMENTS NETWORKING REQUIREMENTS Distributed Computing Environment Network System Management SNMP Agents Network Multiple User Profile Traffic Routing Auto-matic Inter and intra For Device Service and Security Compression Distributed Applications Topology Mapping network control Configuration & Maintenance MIB and Load Balancing Event Trouble Ticket Generation Kerberos Technologies Proxy Agents Scheduling Collaboration Electronic DCE and Event Computing Document Electronic Forms Message Transaction Other Management Remote Directory Service Procedure Environments Mail Gateways Interchange (EDI) and Interactive Fax -Queuing Management Distributed and Other X.500 Services Services Call DSOM-SOM Services Services Corba X.12 & X.435 PIPES Platform API Middleware messaging architecture with Network Persistence Support for Compound embedded OLTP services Complex Data Types (Multimedia) Message queuing Open DocPIPES Platform Message-Based Communication Infrastructure Networks: TCP/IP, IPX, LU6.2, NetBIOS, Appletalk, DLC Bandwith on Demand Multiple Platform Frame Relay Data Asynchronous Transfer SMDS Support Service (FRDS) Mode (ATM) BSH/IBM Proprietary—Use Pursuant to Instructions 52 Bronner Slosberg Humphrey
  • IBM TELE-INFRASTRUCTURE TELECOMMUNICATIONS REQUIREMENTS NETWORKING REQUIREMENTSNetworking Requirements Remote One-Way/Two- Multimedia Resource Security Way Media Conferencing Connectivity Conversion Application Concurrent Programming Messaging Mutual Transfer Interface (API) Computer Programmed/Sch ESSD Telephony eduled Delivery IntegrationBorderless boxes indicaterequirements in other groupings BSH/IBM Proprietary—Use Pursuant to Instructions 53 Bronner Slosberg Humphrey
  • IBM TELE-INFRASTRUCTURE TELECOMMUNICATIONS REQUIREMENTS VIRTUAL PRIVATE NETWORK VIRTUAL PRIVATE NETWORK COLLAPSED FIBER BACKBONE TOPOLOGY HIPPI, ATM, SMDS, SONET, FRAME RELAY, SUPPORTING MULTIPLE PROTOCOL ENVIRONMENTS INFOPUMP Server Mail EDI Server INFOPUMP Gateway Vendor/Supplier Database Server OEM’s Interfaces Information Remote Providers Consumer/ 9.6 - 28.8kbs & Homeuser Application Content T1 - T3 IVR VAN’S Server Server F Video/Voice F I I Interactive Server Replication R R E Fax Server Server E W W A A L Message L Fax Apps L Gateway L Unified Messaging Fax Mail Integrated Voice Mail Voice Apps and Fax Mail Speech Recognition Apps Integrated Voice/Fax Response Voice Mail/Auto Attendant Fax-On-Demand Dial Pulse Environments Voice Response Systems Remote Database Transactions DTMF Replacement Audiotext Operator Services Fax Confirmation Hands-free Voice Messaging Telemarketing T1 - E1 Operator Services Auto Dialers Fax Store-and-Forward Fax Broadcast Speed Dialing (i.e. cellular) Telecomputing Servers Fax Notification Interactive Voice Response Notification Systems Remote Database Transactions Remote On-Line Database Transactions FIRE WALL Commercial “IT” Corporate Users BSH/IBM Proprietary—Use Pursuant to Instructions 54 Bronner Slosberg Humphrey
  • IBM TELE-INFRASTRUCTURE TELECOMMUNICATIONS REQUIREMENTS NETWORKING REQUIREMENTS Evolving Electronic Environment Applications Electronic Commerce Database & Information Teleservices Marketing Communications Services Evolving Interactive Satisfaction Measurement Electronic Purchase Advisory Telecommunication Services Systems Environments Marketing Customer Tracking & Services On-line Services Usage Metering Media/ Advertising BSH/IBM Proprietary—Use Pursuant to Instructions 55 Bronner Slosberg Humphrey
  • IBM TELE-INFRASTRUCTURE TELECOMMUNICATIONS REQUIREMENTS NETWORKING REQUIREMENTS Convergence of Network and Applications Electronic Commerce Database & Information Teleservices Marketing Communications Services Evolving Interactive Satisfaction Measurement Electronic Purchase Advisory Telecommunication Services Systems Environments Marketing Customer Tracking & Services On-line Services Usage Metering INFOPUMP Server Media/ Mail Advertising EDI Server INFOPUMP Gateway Database Server InterfacesConsumer/ RemoteHomeuser 9.6 - 28.8kbs Application Content T1 - T3 IVR Vendor/Supplier Server Server OEM’s Information Providers F Video/Voice F & I Interactive Server Replication I VAN’S R Fax Server Server R E E W Message W A Fax Apps A Gateway L L Unified Messaging L L Fax Mail Voice Apps Integrated Voice Mail Speech Recognition Apps and Fax Mail Voice Mail/Auto Attendant Integrated Voice/Fax Dial Pulse Environments Voice Response Systems Response DTMF Replacement Audiotext Operator Fax-On-Demand Hands-free Voice Messaging Services Remote Database Operator Services Telemarketing Transactions T1 Speed Dialing (i.e. cellular) Auto Dialers Fax Confirmation T3 Interactive Voice Response Telecomputing Servers Fax Store-and-Forward Remote Database Notification Systems Fax Broadcast Transactions Remote On-Line Database Fax Notification Transactions FIRE WALL Commercial “IT” Corporate Users BSH/IBM Proprietary—Use Pursuant to Instructions 56 Bronner Slosberg Humphrey
  • IBM TELE-INFRASTRUCTURE TELECOMMUNICATIONS REQUIREMENTS NETWORKING REQUIREMENTS OSF DCE MODEL Applications Electronic forms, Intelligent Call Routing, Resource Scheduling, Shared Customer Database, CICS & OLTP, X.400, EDI, Mail Exchange Getaways API’s Other Distributed Services PC Integration DCE–DSOM–SOM–Others Management Security CTI–Client Agent Net View Kerberos • Configuration Distributed Distributed File Services Tiger, Taligent, NFS • Trouble Tickets Key Encryption • EDS • Authorization Time Other Fundamental • Lic. Mgt. • Authentication Naming Directory/File Services (Future) • Asset Mgt. • Notification X.500 Synchronization Electronic Commerce • Change Mgt. MOM (Message Oriented Middleware) Remote Procedure Call and Presentation Services with TP Monitor Supports Multiple Protocols Pipes, MQ (Message–Queueing), Object Request Broke (ORB) APPC Threads Sockets AIX, OS/2, VMS, MVS, UNIX, Windows NT, Netware, Tiger, Taligent Operation System and Transport Services SNA, TCP, APPC, IPX, LU/6.2, Others BSH/IBM Proprietary—Use Pursuant to Instructions 57 Bronner Slosberg Humphrey
  • IBM TELE-INFRASTRUCTURE TELECOMMUNICATIONS REQUIREMENTS SYSTEMS INTEGRATION CATEGORYSystems Integration • The telecom network supporting the proposed tele-utility will be composed of various “Solution Components” • The integration of these systems is required to provide the total telecom architecture Customer • The integration will provide transparent customer access, Segmentation uniform agent operation, and seamless systems functionality Systems Customer Integration Treatment Management Networking Process/ Control BSH/IBM Proprietary—Use Pursuant to Instructions 58 Bronner Slosberg Humphrey
  • IBM TELE-INFRASTRUCTURE TELECOMMUNICATIONS REQUIREMENTS SYSTEMS INTEGRATION REQUIREMENTSSystems Integration Requirements Variable Site Concurrent Termination Messaging Mutual Transfer Methodologies Network Computer Application Distributed Distributed Telephony Programming Security Client Server Switching Integration Interface (API) Topology Remote Access Dynamic Electronic Medium Customer Bandwidth Software & Service Integration Facilities Capacity DistributionBorderless boxes indicaterequirements in other groupings BSH/IBM Proprietary—Use Pursuant to Instructions 59 Bronner Slosberg Humphrey
  • IBM TELE-INFRASTRUCTURE TELECOMMUNICATIONS REQUIREMENTS SYSTEMS INTEGRATION REQUIREMENTS Computer Telephony Integration PBX Extension LAN Telephone Switch PBS, or ACD, Telephony Server or PC-Based Switch PBX File Server Interface Card or Special Port Switch File Server First SCSA Server Interface Card SC Bus OAI Link PBX Extensions C.O. Trucks Computer Telephony Processing Cards Telco Central Office Second SCX Bus SCSA Server LAN Database Server BSH/IBM Proprietary—Use Pursuant to Instructions 60 Bronner Slosberg Humphrey
  • IBM TELE-INFRASTRUCTURE TELECOMMUNICATIONS REQUIREMENTS SYSTEMS INTEGRATION ARCHITECTURE INTEGRATION ARCHITECTURE Presentation Data Access Services Services U s e r In te rface Applications and Development Tools Files P rin t/ w Vie Application Services Database Mu ltim e d ia Tran s action M onitor Wo rkflow M anage r Mail Communication Services Object Mgmt. Communication Services C on ve r- R e m ote Me s s agin g Services D ire cto ry S e cu rity s ation al P roce d u re and O b j ct e Tran s action Mo d e l C all Q u e u in g Manage r Tim e Manage r Common Transport Semantics SNA TCP/IP OSI NETBIOS APPN IPX LAN WAN Channel Emerging Physical Network BSH/IBM Proprietary—Use Pursuant to Instructions 61 Bronner Slosberg Humphrey
  • Next Steps
  • IBM TELE-INFRASTRUCTURE NEXT STEPS FOUR MAJOR STEPSTo move forward most effectively, we will undertake four major steps which will ensure therequisite telecommunications foundation to support overall implementation of the proposed IBMtele-utility. These four steps are scheduled for completion by year end, 1994. Four Major Steps Functional High-Level Feasibility Solution Component Specification Architecture Design Assessment Planning Process Process Process Process – Site visit(s) – Answer round 2 RFI/ – Answer RFP – Detailed development – Answer RFC (Telecom RFP – Feasibility study plan Requirements) – Answer build-to – Component specification – Presentation of present specifications plan and planned offerings – Detailed integration plan – Answer RFI – Implementation plan BSH/IBM Proprietary—Use Pursuant to Instructions 63 Bronner Slosberg Humphrey
  • IBM TELE-INFRASTRUCTURE NEXT STEPS IMMEDIATE ACTIONSImmediate Next Steps for Rolm’s consideration: • Designation of a primary resource leading the Rolm team for this effort • Meeting(s) of IBM/BSH/Rolm team to review: – Telecommunications requirements – Response to RFC – Current product and service offerings – Development plans BSH/IBM Proprietary—Use Pursuant to Instructions 64 Bronner Slosberg Humphrey